MISSING PAYMENT REF Rb***

I have been banking with FNB since 2013.I did an EFT to multichoice on 5 june 2017 but the money never reached multichoice,raised the issue with fnb and they confirmed they can see the payment was done.My dstv services got cut off ,so it was up and down between myself,fnb,multichoice until I got tired and paid multichoice again. To date I have not received the refund from FNB .So today a year and half later I decided to follow up and spoke to Sarisha Moodley and sent her proof of payment,but she never returned to me .I called and was put on hold and the line got cut off ,called again another consultant was on the line. The thing is I am tired of explaining the story to every other consultant without getting any help. Reference number : Rb ********** 28881